Add on did not work

[Penzoil]

I tried to purchase US data and talk/text package back to back and did not work. I did not realize I would have to wait up to 24 hours. Anyway in the meantime it did allow me to purchase the $15 talk/text but the plan but it did not work on the same day my old add on finished.
The next morning I bought the $30 data and talk/text plan and it worked except for the talk/text. Reset my phone and it works now but I am out the $15. Is there any way to solve this?

[Penzoil]

Thank you for this link it worked! I am messaging CS right now!

[Penzoil]

I submitted a ticket but I’m not sure of the process. If all I am is out $15 I can live with that. The money is always nice to have back but being able to connect is far more valuable. I’m not sure how the ticket thing works. The only way I can navigate to this thread is through the emailed link! Thank you for all of the help!

[DennyCrane]

@dust2dust I agree. That's why I said "up to", because I'm not clear on that either. Whenever it's affected me I just had customer service add it sooner for me. It's frustrating they still haven't fixed this silly programming glitch.

[dust2dust]

I'm still not certain of the 24 hours. The day counter gets to 0/15 and then the service stops. Some as yet unknown time after that they will disappear. That is when the same add-on can be re-bought. I would like to nail this down to whether it's midnight eastern after it goes to 0/15 or whether it's 12 hours or indeed whether it's 24. I don't think it's all the way to 24.

As for the re-buying of the talk add-on, this has been a problem for years. The idea of getting the different talk bundle would work when the counter gets to 0/15. You can't have overlapping working talk add-ons. They won't work. Buying the same add-on while active simply puts the money in the balance.

I might be able to explore some of these options in January.

[hTideGnow]

HI @Penzoil 

the talk roaming can be hard to get because of VoLTE and 2G

but since you bought two addons , PM would reverse one of them , please submit a ticket with CS agent messaging to get that sorted out

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Penzoil]

I have a screenshot which says the the add on was successful when purchased, but when toggling back to the overview screen it would not apply the money to the add on. Younare correct it takes up to 24 hours to purchase the same add on back to back which I wasn’t aware of. Not great timing but it’s all good. 

[DennyCrane · Accepted solution]

@Penzoil Glad it worked out.

To clarify though, you don't have to wait for the welcome to the USA roaming text. That actually implies you weren't even connected to the network for some time.

Your main issue is simply that you need to wait up to 24 hours to re-buy the same add-on. And then your second issue was that for whatever reason the purchase of the $30 add-on did not complete.

[Penzoil]

Hey thanks for the responses. Sorry if there was any confusion, last night I panicked because we are in the states and our 15 days were up and there was a medical emergency back home and we could not get the info.

To clarify, I purchased to $30 US add on bundle on the same day my old 15 day add on expired. Money accepted by public mobile but it would not activate the bundle. Then I tried the $15 talk text and public mobile took my money again, but again it did not activate on my phone, but it did show as active on the overview screen. 
I did try resetting phone, airplane mode and all of that kind of stuff. Nothing worked.

In the morning I got the text from public mobile telling me I’m roaming in the US. 

I purchased the US bundle again and this time it worked w a phone reset. 
I was trying to buy the same package too soon after it being done. If anyone else is in this situation, wait for the public mobile roaming text, then buy bundle again, follow with a phone reset. 
Also, going to take your advice and go with t Mobil. Thanks folks for the help, sorry I am not very savvy with this stuff and panicked and have a loved one taken to the hospital yesterday. 
Anyway all of your responses were much appreciated!

[DennyCrane]

I'm a bit confused by the fact that you had taxt/text working on the $15 talk/text bundle, but then talk/text didn't work when you bought the $30 talk/text/data bundle. That doesn't make any sense. It's true you can't re-buy the same add-on right away, but that doesn't apply to different add-on's which it seems you were able to purchase. I don't understand how it did work for talk and text, and then it just stopped. Did data work with that $30 add-on?

[Chalupa_Batman]

Hi @Penzoil 

When you purchase an add on like the $15 US Talk and Text, and even the $30 Talk, Text and Data, it's instant. The moment it's paid, it starts then. Because the website doesn't always update properly due to cache issues, may I suggest downloading the Public Mobile app, log in and check the Subscriptions and add ons section. I'm sure you'll see it there. 

If you are currently in the United states, and the app DOES show the purchase, then you want to go into your Network settings and switch over to T-Mobile as they tend to work the best.

[kb_mv]

@Penzoil I would suggest you contact customer service at the link below and explain what happened:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437